Prioritized Service Event (PSE) Specialist

Working Hours/Days

Monday thru Friday; 8:00 am thru 5:00 pm

Overview

Ensure every incoming PSE opportunity is properly evaluated, prioritized, and routed to the right representative, maximizing sales effectiveness and driving profitable parts and service growth.

Basic Duties

• Assign qualified PSE opportunities to the appropriate Product Support Representative (PSR), Inside Sales Representative, (ISR) or Sales Representative based on territory, customer ownership, and opportunity type.
• Ensure opportunities are distributed in a timely manner to maximize customer engagement.

• Monitor opportunity progress and ensure follow-up activities are completed.
• Maintain accurate records within CRM and Caterpillar reporting systems.
• Develop and distribute reports on lead volume, conversion rates, closed sales, and opportunity performance.
• Identify trends and provide recommendations to improve lead quality and sales effectiveness.

• Serve as the primary liaison between Caterpillar, Product Support Sales, Service Operations, and Marketing regarding PSE opportunities.
• Gather feedback from PSRs and service teams regarding lead quality.
• Work with Caterpillar and internal stakeholders to improve lead selection criteria and opportunity effectiveness.
• Support product support sales initiatives, campaigns, and targeted growth programs.
• Review and evaluate opportunities for accuracy, completeness, and potential value.
• Filter opportunities to identify qualified, actionable leads while eliminating duplicates, outdated opportunities, and low-value prospects.
• Prioritize opportunities based on customer potential, urgency, machine population, and revenue impact.
• Develop and distribute reports on lead volume, conversion rates, closed sales, and opportunity performance.
• Other duties as assigned.

Qualifications

• 3+ years of experience in product support sales, service operations, customer support, marketing, or sales administration.
• Experience with CRM systems and sales reporting tools.
• Excellent organizational and time management skills.
• Strong verbal and written communication abilities.
• Ability to analyze data and make informed business decisions.

• Knowledge of Caterpillar Product Support Excellence (PSE) programs and systems.
• Familiarity with dealer business systems, equipment telematics, and product support sales processes.
• Advanced Microsoft Excel, Power BI, and CRM reporting capabilities.
• Ability to work independently while coordinating cross-functional teams.
• Must have a valid driver’s license with clean driving record. This includes no more than 2 minor violations within the past 3 years and no major violations within the past 5 years (Motor Vehicle Report will be performed on final candidate).

Posted Min

Posted Max

Physical Requirements/Working Conditions

This position will primarily work in an office environment. May sit at a desk for a period of time to answer phone calls or use a keyboard to complete documents and communicate through email. Up to 20% travel may be required. Must be able to walk, bend, lift up to 20 lbs. and wear appropriate safety equipment (IE- Safety glasses or side shields) when needed. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

 

Why Work for Altorfer? 

At Altorfer, our iron is just the beginning. Our people make our company successful, and we would not be who we are without them. As a third generation, family-owned company created in 1957, we bring our values into how we do business. Everyone from technicians, sales representatives, administrative professionals, or somewhere in between is part of the “A-Team” and is critical to our success. Here at Altorfer, we have over 35 locations and 1300 employees with long tenure for you to learn from. We have a collaborative, family valued culture, with a great reputation in the industry. A company that offers competitive pay, excellent benefits, and a remarkable team of people to work with.